Customer Experience Manager

just talent pte. ltd.; Singapore; On-site; SGD 55,000 - 85,000; Full time

Job summary

Just Talent Pte. Ltd. in Singapore is seeking a Customer Service Team Lead to oversee a high-performing service team and ensure delivery of top-quality support.

The role focuses on policy development, process optimization, and driving customer satisfaction through strong leadership and cross-functional collaboration. You will coach staff, manage escalations, track KPIs, and build lasting relationships with key accounts while aligning with sales and operations to deliver seamless service

Qualifications

• Diploma or Degree in Business Administration, Customer Service, Communications, Marketing, or related field.
• Minimum 3–5 years of relevant experience in customer service, client management, or a similar role.
• Previous experience in a supervisory or managerial position is preferred.
• Strong communication and interpersonal skills.
• Excellent problem-solving and conflict-resolution abilities.
• Strong customer-focused mindset with good attention to detail.
• Good organisational and time-management skills.
• Proficient in Microsoft Office and customer relationship management (CRM) systems.
• Ability to lead a team and work effectively with different departments.
• Able to work independently and manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead and manage the customer service team to ensure efficient and high-quality service delivery
• Develop and implement customer service policies, procedures, and service standards
• Handle escalated customer enquiries, feedback, and complaints in a professional and timely manner
• Monitor customer satisfaction and identify areas for service improvement
• Build and maintain strong relationships with customers and key accounts
• Track customer service performance and prepare regular reports for management
• Establish and monitor service KPIs to improve team performance and customer experience
• Coach, train, and mentor customer service staff to enhance their skills and performance
• Work closely with sales, operations, and other departments to resolve customer issues and improve service processes
• Review customer feedback and identify trends, recurring issues, and opportunities for improvement
• Ensure customer enquiries and requests are followed up and resolved within appropriate timelines
• Assist in developing customer retention and engagement strategies
• Manage customer service processes and ensure proper documentation and record keeping
• Support the implementation of CRM systems and other tools to improve customer service operations
• Handle other customer service and operational duties as assigned by management

Skills

Leadership

Team management

Communication

Interpersonal skills

Problem-solving

Customer-centric

Attention to detail

Time management

Education

Diploma or Degree in Business Administration, Customer Service, Communications, Marketing, or related field

Tools

CRM systems

Microsoft Office

Job description

Just Talent Pte. Ltd. in Singapore is seeking a Customer Service Team Lead to oversee a high-performing service team and ensure delivery of top-quality support.

The role focuses on policy development, process optimization, and driving customer satisfaction through strong leadership and cross-functional collaboration. You will coach staff, manage escalations, track KPIs, and build lasting relationships with key accounts while aligning with sales and operations to deliver seamless service